What you want is to be understood and treated like you’re a human with unique needs. You need someone or something to look up your account data, listen, and to act based on your situation. The current tools were never built for this.
The next generation of these CX tools will deliver this. Here are ways that they will be dramatically better for customers and companies: - They will learn from successful interactions in the past and mirror those outcomes - Handle customer interactions based on company policies such as escalating bugs - They will surface new insights for the company - Won’t hallucinate
When you watch any CX agent do their job you’ll witness them utilizing 4-5 SaaS applications to get a simple answer for a customer. The hurdle to adopt Generative AI in a company will require that companies care to build read/write APIs for these tools to utilize.
Similarly Amazon’s chat bot has helped me straighten out a few messed up deliveries.
This isn’t to say that it wouldn’t have been easier to have a point and click UI where I could just select all this on my own, but the way they had it set up wasn’t bad.
Here’s the kicker: when I recently had an Amazon delivery problem I started with the chat bot but then relatively seamlessly transitioned to talking to a human. The human was very quickly able to pick up on the situation and fix it.
That said, and wow I feel like a shill for saying this, I've taken to asking the new GPT4-driven Bing random questions instead of web searching and damn if it's not doing a scarily good job. I'd do this before (ever since I got access) and it started out very interesting and then got rapidly very mediocre, but since the upgrade... it's like being able to talk to The Internet except it's friendly.
I automatically call certain companies rather than try to use their website because get this their website sucks. If I encounter any automated chat support, I will stop using the website and call a person.
I went from 10 years ago doing everything online myself, to now calling by default calling almost every company, because companies and their websites now universally suck. Because they’ve made the foolish mistake of thinking people are all the same and don’t respond to incentives. Some companies are better, I will give my business to them when I have a choice.
Bots may be annoying but they can also save the company tons in custer support costs. I’m for it if the UX is good and I can quickly contact an agent if the bot can’t answer my question. This is assuming the bot won’t hallucinate and just tell me random fake facts.